The Customer Success Executive (CSE) is responsible for managing a portfolio of enterprise accounts across Process Manufacturing, Distribution, and Fashion/Retail industries. These customers typically operate complex, industry-specific environments that may include food and beverage, specialty chemicals, wholesale distribution, building materials, grocery supply chain, apparel, footwear, accessories, and branded consumer goods. The CSE must understand the operational realities of these industries, including regulated manufacturing, recipe and formula management, traceability, quality and compliance, inventory visibility, warehouse and supply chain execution, demand volatility, omnichannel commerce, product lifecycle management, sourcing, and margin optimization. This role drives customer retention and expansion by ensuring adoption of high-value features and modules that deliver outcomes aligned with each customer's strategic goals.
The CSE partners cross-functionally with Sales, Finance, Services, Support, Product, and Infor SLT/ELT to drive predictable renewal outcomes, customer success planning, expansion opportunity identification, and cloud & AI transformation initiatives. The role requires executive presence, operational discipline, forecasting rigor, and deep customer relationship management capabilities.
A Typical Day in the Life Includes:
- Own and execute a portfolio of customer success plans, driving adoption of high-value features and modules tied to measurable customer outcomes.
- Conduct Executive Business Reviews (EBRs) and regular cadence calls with customer stakeholders to assess health, surface risks, and align on value realization.
- Manage the full renewal lifecycle — forecasting accurately, identifying and mitigating renewal risk, and driving on-time renewal execution.
- Identify and develop expansion opportunities within your book of business, partnering with Sales to advance commercial conversations.
- Build and maintain account plans that reflect customer strategy, health indicators, stakeholder maps, and commercial trajectory.
- Partner with Sales, Finance, Professional Services, Support, Product, and Solution Consulting to resolve customer risks and accelerate time-to-value.
- Maintain accurate and current account data in Gainsight, including health scores, renewal forecasts, and success plan milestones.
- Use AI tools daily to accelerate analysis, surface insights, and improve the quality and speed of customer-facing deliverables.
- Translate industry priorities into actionable success plans, including process efficiency, supply chain resilience, product innovation, regulatory compliance, margin improvement, sustainability, inventory optimization, and cloud modernization.
- Engage credibly with customer leaders in operations, supply chain, finance, IT, merchandising, product development, manufacturing, warehouse operations, and executive leadership to connect Infor capabilities to measurable business value.
- Identify adoption gaps and expansion opportunities across relevant industry solutions, including ERP, PLM, WMS, supply chain planning, analytics, automation, AI, customer success offerings, and value engagement services.
Basic Qualifications:
- Experience in Customer Success or Account Management supporting Strategic or Enterprise accounts.
- Experience managing renewals, retention strategies, and executive stakeholder relationships.
- Experience using AI to advance customer success needs, speed up analysis, and drive customer outcomes.
